Orange Have cancelled my 500 texts

mike_wall15

pricefighter wrote:

Mike_Wall 15 i did read your post. However if there wasnt possible grounds for a complaint, ask yourself why on earth would Orange C S be referring it to Senior Management for a ruling.Clearly Billie 19 wasnt the only person who was mislead when upgrading.

I think the only way were Orange can improve is to remind you when upgrading that the texts will run out in another 6 months. The way they do it at the moment, is they just ignore the situation because its obviously a turn off. I think this is the reason it is being referred, and because a lot of people have been confused on the terms. They will probably make it more clearer in the future.

Mike

mike_wall15

billie19 wrote:

I have been an Orange customer for years.
This was obviously NOT offered to me as a NEW customer.
The salesperson offered me this deal in 2003 on a yearly phone upgrade.

New contracts are raised verbally over the telephone, therefore I have no paperwork to suggest that the 500 mins are on a timescale.

As with all verbal contracts, the customer should be made aware at the time of any changes that will occur within the contractual time.

There is always a recordeded message at the start of the call stating that calls are monitored, I wonder if mine is still on file ???

You may suggest that I then cannot argue that I should have the 500 texts as 'the norm' within my talk plan, if this is the case, then who's to say that the 200 xnet mins are not on 'offer' too.

It was around 2003 that the "500 bonus text deal" was offered with the contracts. It is only available online and over the telephone, not in the shops.
In 2004 they amended the deal so you received the offer for 18 months.

This is why it was probably offered to you in 2003, but not in 2004 because you already had the deal on your account for another 6 months.

The 200 minutes are the base of the plan for £30. The 500 texts is clearly stated as a bonus. So your last comment doesn't hold any ground.

In future, I would suggest quizzing the phone operator with what you are actually getting. Remember, once they have you on a contract, they have achieved their goal. As mentioned in my reply above, I think discussions will take place to change their system so people are informed more over the phone. I can see where you have slipped up, and I'm sure a lot of others have too, it goes to show you need to be careful. I was made more aware of the situation when they sent me the text to say it was extended to 18 months, did you not receive this?

Best of luck on getting a result, but I doubt you will

Mike

pricefighter

Good Luck Billie 19. I think you will get a result. Keep us posted.

matrix999

Sorry never got back to you sooner, was at work.

If it was the retentions dept who agreed your upgrade and they set everything up then the tariff will continue and you will get your 500 free texts
as your remaining a loyal customer to the network

Orange's computer systems have an expiry date for certain bundles that are to be removed from your account on a certain date.

If Retentions agreed that you will keep your existing tariff and text message bundle the expiry date they would have entered would be something along the lines of 31/12/9999 so that you continually get your 500 free texts each month.

Phone Orange Retentions on 0800 079 2288 and ask what has been inputed into your account details for the expiry date.

Let us know how you get on

mike_wall15

matrix999 wrote:

Sorry never got back to you sooner, was at work.

If it was the retentions dept who agreed your upgrade and they set everything up then the tariff will continue and you will get your 500 free texts
as your remaining a loyal customer to the network

Orange's computer systems have an expiry date for certain bundles that are to be removed from your account on a certain date.

If Retentions agreed that you will keep your existing tariff and text message bundle the expiry date they would have entered would be something along the lines of 31/12/9999 so that you continually get your 500 free texts each month.

Phone Orange Retentions on 0800 079 2288 and ask what has been inputed into your account details for the expiry date.

Let us know how you get on

I don't think this will work. The expiry date will be after 18 months, hence 6 months into her upgraded contract.
I would have been in the same boat, but when discussing my upgrade I haggled for the expiry date to be extended so I had a full year rather than 6 months.
They still have the same policy with the 500 texts, they are available but only for 18 months, not for life like other policys...

Mike

matrix999

I'm on the £15 tariff and I get my discount for life now.

So thats 120 X Network Mins and 30 texts per month for life at £15 per month

billie19

Hi.

Thought I would update you all.....


I wrote a letter to the Cheif Exec, as suggested.
I finally got a call from a woman within the CE office, who whan I explained again what had happened finally admitted that I may of been given the incorrect information.
After I once again requested that the call be pulled, so that they could listen to exactly what had been agreed.
I was again told that they may not have the call on record.
She said that the 500 text offer had finished, and that my call plan was now only 200 min @ £30 per month.
I said that as they were in breach of the contract, I would terminate my side of the contract to them.
I was then told that this was ok, as long as I returned my handset.
After a rather heated statememnt from myself, saying that I was being penalised for an employee of Orange's error and that I had been in contact with 'OFTEL' and requested all responses from Orange in writing as I would proceed to the 'ADR' The Alternative Dispute Resolution, that was a standard process that was recommended by 'OFTEL' .
She hastily said that she would be able to terminate my contract and that I would be able to keep the handset.........

So, I am now busily looking for the best contract at the moment so I can port my number.

I really cannot understand Orange's logic in this, all they had to do was give me the 500 text messages to my account.
You would think that they would keep a customer, and swallow the charges incurred from the text message offer.
After all, If I was a 'New' customer I would get the 'New' offer of 200 xnet and 500 text as standard for £30 per month.

Any suggestions on the best provider at the moment with this offer and a decent phone - maybe a Samsung D500 ?

matrix999

Hi billie19,

Thanks for the update on your situation.

I can't understand either why Orange would not just add the 500 Free Texts to your account. This would show that their commited to keeping their existing customers and good customer realtions with them.

Have alook hear for deals on the D500 http://www.!!!!!!.com/display.asp?handset=d500

Hope this helps

jf2404

The D600 is out soon, with a better 2 meg camera , memory card and other new features.

Better to wait.

gazdude

I think I might have the same situation as you if I upgrade now. My 12 months are up and rang to get a better deal but no joy. Offered me a free upgrade but 500 free texts run out in November which would only be around half the new contract!

Think I might ring and just ask to terminate my contract and re-sign up! If thats possible?